Complaints Specialist: Travel
Location: Glasgow or Fareham, (Hybrid working, minimum 50% office based)
Hours: 35 (Monday to Friday between 9am and 5pm) – This role is available on a part‑time, job‑share and full‑time basis
Salary: Up to £28,000 depending on experience
Recruitment start date: 3rd April 2026
We’re looking for a complaint handler to join our team, helping customers when they need us the most. You’ll be handling complaints for travel insurance products. You’ll need to assess each complaint and make fair decisions quickly.
You’ll be managing a caseload of customer complaints and will need to work with multiple departments, suppliers and customers to get a complete view of what happened. It’s your job to come up with a fair, impartial and reasonable solution that works for everyone involved.
If you thrive in a fast‑moving environment and want to work for a company that values creativity, initiative and contributions, then Zurich might be the perfect fit for you.
Responsibilities
- Understand customers and their challenges and respond empathetically.
- Investigate complaints fairly, consistently and effectively, engaging with relevant stakeholders.
- Analyse information to make sound decisions.
- Respond quickly, professionally and fairly; communicate effectively.
- Follow all regulatory rules.
- Manage a complaints caseload.
- Identify causes of complaints and trends.
- Help improve the team and company processes.
- Use assertiveness, influencing and negotiating skills.
- Work well with everyone and set a good example.
- Act with integrity, resilience and a positive attitude.
Required skills and experience
- Experience dealing with customer complaints, specifically in travel insurance claims or complaints.
- Strong attention to detail.
- Knowledge of insurance guidelines and procedures.
- Professional development experience (e.g. CII) is desirable.
- Experience of sending final written responses.
- Telephone‑based role – comfortable taking calls.
When working from home, the environment should be safe, private and free from distractions. A solid internet connection is required.
As an inclusive employer, we want to ensure that all candidates feel comfortable and able to perform at their best during the interview. You will have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.
Benefits
- 12 % defined non‑contributory pension scheme.
- Annual company bonus.
- Private medical insurance.
- Option to buy up to an additional 20 days or sell some of your holiday.
- 28 days holiday a year plus bank holidays.
- Three days paid volunteering.
- Up to 16 weeks full pay for maternity, paternity and adoption leave.
- Income protection.
- Life cover – four times your salary.
- Virtual GP appointments.
- Discounted gym membership.
- Free flu jab.
- Access to a wealth of wellbeing support.
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